Customer support is not just a process to implement. It involves managers who developed skills and have specific mindset in handling customers. If you want your company to provide services that can amaze your customers, you need to develop the skills of an excellent customer support manager.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Tips in Becoming Excellent Customer Support Manager
Consider Complaints as Opportunities: Many support managers think that customer complaints are source of dangers to their companies, threats to manager’s competence and stains to their reputation. However, if you have developed the right mindset you will view all complaints as opportunities to educate you and give you feedback. Their feedback gives insight on the strengths and weaknesses of your business.
Explore Solutions to Problems: When a customer complains, it usually presents as a problem. Bear in mind that there are a number of solutions to a problem, each with specific outcome. It is your role to make their problems yours so you can view it in your perspective. So instead of being in the defensive position, you work in collaboration with the customer and together you’ll solve the problem.
Provide Customer Support 24/7: The introduction of social media platforms like Twitter and Facebook has broadened the horizon for customer support. But, the demands are increasing since customers would expect you to respond fast to their questions, comments and concerns. You will surely impress your customers if you can give them immediate answers. You must give them a way to access customer support 24/7.
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